Controlled Recorded 3-Way Calling

ABSTRACT

Agencies issue recording devices to personnel for administrating and monitoring controlled calls during the course of their duties. To provide flexible capabilities to agencies, a virtual number is provisioned and configured to enable an operator to administrate controlled calls without dedicated recording devices. Using the virtual number, the operator may setup a controlled call between a victim and a baddie. The victim is contacted via the virtual number by the operator and optionally informed about the controlled call process. In turn, the baddie is contacted using number information of the victim&#39;s phone and connected with the victim. Call audio between the victim and baddie is transmitted to the operator. When necessary, the operator may terminate the call remotely from the telephonic device the operator used to setup the call.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.15/597,842, filed May 17, 2017, which is a continuation of U.S.application Ser. No. 14/987,677, filed Jan. 4, 2016, which is acontinuation of U.S. application Ser. No. 14/444,978, filed Jul. 28,2014, which is a continuation of U.S. application Ser. No. 13/631,621,filed Sep. 28, 2012, which claims the benefit of U.S. ProvisionalApplication 61/546,342, filed Oct. 12, 2011, all of which areincorporated by reference herein in their entirety.

This application is related to U.S. application Ser. No. 13/482,966,filed May 29, 2012, and U.S. application Ser. No. 13/539,050, filed Jun.29, 2012, both of which are incorporated by reference herein in theirentirety.

BACKGROUND 1. Field of Art

The present disclosure generally relates to the field of administratingcontrolled calls.

2. Background of the Invention

Police officers and other agents “operators” oftentimes conductinvestigations during the course of their duties. In many cases, theseinvestigations require the operator administrate a controlled callbetween two parties. Typically, an operator administrates a controlledcall by sitting in with one of the parties to monitor and control atelephone call between the two parties. For example, the operator maywork a domestic violence case which hinges on a confession from theoffender, or baddie. In order to solicit the confession in a covertmanner, the operator may work with a victim in a controlled environmentsuch as a police station or the victim's home. The operator theninstructs the victim throughout the course of a call placed to thebaddie from the victim's phone. The operator may terminate the call ifneeded by physically taking the phone of the victim and ending the callor otherwise physically disrupting the line. Typically, the operatorwill utilize a physical recorder to document the call for evidence. Insuch instances, the operator will require physical hardware forconnecting to the victim's phone, tapping into the victim's phone line,or recording audio when the victim's phone is in a speaker phonesetting.

These configurations are less than ideal. Specifically, the physicalhardware for connecting to the victim's phone may be cumbersome and haveincompatibilities with different phone models or a lengthy setupprocess. Tapping into the victim's phone line typically requires accessto a physical phone line which may be difficult with voice over internetprotocol (VoIP) lines and wireless cellular phones. Additionally, thesimplest option, putting the baddie on speaker, may tip off the baddieand present difficulties with audio recording quality.

Moreover, operators may not carry the necessary equipment to record aphone call during the course of their usual duties and agenciesoftentimes lack the ability to issue every operator the appropriaterecording hardware. Accordingly, the recording of the call between thevictim and baddie may be delayed from an opportune time of collectingevidence or worse. While these difficulties are discussed with respectto an operator, private individuals (e.g., a business owner) and otherentities may face similar difficulties in their respective environments.

SUMMARY

The above and other issues are address by a method and computer systemfor configuring a virtual number for use on a network and enabling anoperator device to administrate (e.g., setup, monitor, and managerecording of) a controlled call between a first and a second contactdevice with the virtual number. An embodiment of the method comprisesreceiving authentication information for an operator or operator devicein response to a connection request to a virtual number configured foradministrating controlled calls. The operator device is authenticatedbased on the agreement of an authentication number and the virtualnumber stored in a mapping table and connected with the virtual number.The method further comprises receiving device information correspondingto a first contact device for setting up a controlled call with andtransmitting instructions for connecting the first contact device withthe virtual number.

The method further comprises receiving device information correspondingto a second contact device for setting up the controlled call with andtransmitting instructions for connecting the second connect device withthe first contact device using the device information corresponding tothe first contact device.

The method further comprises transmitting instructions for passing audiodata transmitted between the contact devices to the operator device. Theinstructions may further disable audio received from the operator devicefrom being transmitted to either contact device.

The method further comprises receiving a command from the operatordevice to end communications between the first contact device and thesecond contact device and transmitting instructions for disconnectingthe second contact device from the first contact device.

The method further comprises terminating the connection between thesecond contact device from the first contact device in response to acommand from the operator device.

An embodiment of the system comprises a service having one or moreprocessors and a non-transitory computer-readable storage medium storingcomputer program code. When executed, the computer program code causesthe server to receive device information in response to an operatordevice connecting to a virtual number for administrating controlledcalls. The device information includes a first transmitting numbercorresponding to a first contact device and a second transmitting numbercorresponding to a second contact device. The server transmitsinstructions for connecting the first contact device with the virtualnumber. The server further transmits instructions for connecting thesecond connect device with the first contact device using the deviceinformation corresponding to the first contact device.

The server further transmits instructions for passing audio datatransmitted between the contact devices to the operator device. Theinstructions may further disable audio received from the operator devicefrom being transmitted to either contact device.

The server further transmits instructions for disconnecting the secondcontact device from the first contact device in response to receiving acommand from the operator device to end communications between the firstcontact device and the second contact device.

The server may receive authentication information for the operatordevice in response to a request to connect to the virtual number foradministrating controlled calls. The server authenticates the operatordevice for using the virtual number based on the agreement of theauthentication information and an authentication number stored inassociated with the virtual number in a mapping table.

BRIEF DESCRIPTION OF THE DRAWINGS

The teachings of the embodiments can be readily understood byconsidering the following detailed description in conjunction with theaccompanying drawings.

Figure (FIG. 1A is a block diagram illustrating an environment forimplementing a controlled call system according to one exampleembodiment.

FIG. 1B is a block diagram illustrating an operating environment of anagency service providing a controlled call service according to oneexample embodiment.

FIG. 2 is a block diagram illustrating a controlled call (CC) moduleaccording to one example embodiment.

FIG. 3A is an interaction diagram illustrating a method for provisioningand mapping virtual numbers for enabling an operator device toadministrate controlled calls on virtual numbers according to oneexample embodiment.

FIGS. 3B and 3C are tables illustrating example embodiments of virtualnumber mapping for authenticating operator devices.

FIG. 4 is an interaction diagram illustrating a method for connecting anoperator device with a controlled call (CC) number according to oneexample embodiment.

FIG. 5 is an interaction diagram illustrating a method for setting up acontrolled call between two contact devices using a CC number, accordingto one example embodiment.

FIG. 6 is an interaction diagram illustrating a method for monitoring acontrolled call according to one example embodiment.

DETAILED DESCRIPTION

The Figures (FIG.) and the following description relate to preferredembodiments by way of illustration only. It should be noted that fromthe following discussion, alternative embodiments of the structures andmethods disclosed herein will be readily recognized as viablealternatives that may be employed without departing from the principlesof the embodiments.

Reference will now be made in detail to several embodiments, examples ofwhich are illustrated in the accompanying figures. It is noted thatwherever practicable, similar or like reference numbers may be used inthe figures and may indicate similar or like functionality. The figuresdepict embodiments for purposes of illustration only.

Overview

An agency typically supports many operators that work multiple cases.Oftentimes, the traditional procedure of issuing/carrying recordingdevices and reconfiguring the recording devices for each recorded callbetween two parties is not feasible under a set of given circumstancesor is simply cumbersome to the operator or agency. Additionally, thetraditional configurations of the recording devices may tip off a partythat the call is being recorded in undercover scenarios and require theoperator to manually administrate the controlled call and manage thecollection of recorded data and submission of the data to evidence.

Many operators posses a personal mobile phone or are issued a mobilephone by their agency or department which may include a microphone andan application that can substitute as a hand-held digital recorder forrecording voice memos and the like. These applications face similarshortcomings as handheld recorders in addition to exposing the operatorand agency to potential evidentiary liability. Additionally, while manyof these devices also include built-in 3-way calling features, anoperator cannot simply utilize a traditional 3-way calling feature toadministrate a controlled call between two parties for numerous reasons,some of which include: First, the baddie expects to receive incomingcalls from the transmitting number of the victim's phone, not theoperator's or a blocked number, which may tip off the baddie. Thus, thevictim would need to setup the 3-way call rather than the operator.Secondly, in situations where the victim places the 3-way call, thepresence of operator may be detected due to noise on the line (eitheroperator induced, ambient or due to connection quality). Third, insituations where the victim places the 3-way call, the operator isunable to end or otherwise terminate the call. Fourth, the operatorstill requires a recorder configured to work with their device or thevictim's. Finally, if the operator is disconnected during the course ofthe 3-way call, the recording may be incomplete and thus deficient forevidentiary purposes.

Accordingly, the agency may coordinate with an agency support servicefor configuring the operator's mobile phone, landline phone, ornetwork-enabled computing device to fulfill the roles of remote setup,management and recording (e.g., evidence collection) for administratingcontrolled calls. The configuration can take place over-the-air suchthat a given telephonic device is conveniently enabled to administrate acontrolled call as needed. Additionally, if the agency desires toprovide the capabilities of controlled calling to multiple operators,the agency can specify multiple phones for configuration or provideauthentication information to multiple operators for administratingcontrolled calls on an as-needed basis.

Example embodiments described herein relate to implementing a controlledcall system over a wired (e.g., PSTN and the Internet) and wirelessradio network (e.g., PSTN, Cellular Network, and/or WiFi) for networkcapable devices, such as a mobile phone a land-line phone, VoIP phone,or computer for use with a virtual number for performing a controlledcall.

As mobile phones and similar devices are commonly carried by operatorsduring the course of their duties, mobile phones offer an existingplatform for administrating controlled calls without dedicatedequipment. Additionally, with the popularity of smart phones and featurephones, additional monitoring and safety features may be integrated intothe operator's device for enhancing operational viability in the field.For example, the operator device may be configured to collect a widerange of valuable real-time data. Real-time data collected by theoperator device may include audio and Global Positioning System (“GPS”)coordinates, etc.

The operator device may subsequently transmit all or a portion of thecollected real-time data over existing channels (e.g., a network) backto the agency, agency service or another entity. Embodiments of theagency, agency service and/or other entities within the controlled callsystem receive the collected data for storage and/or live streaming tomonitoring devices, operator devices and records. Depending on theembodiment, the monitoring devices are further configured to access andpresent (e.g., play and/or display) a variety of the real-time andhistorical data stored on or streamed by the entities on the network.For example, the monitoring devices may access a web interface, API orexecute a standalone application for viewing active controlled calls,retrieving audio data from controlled calls, provisioning virtualnumbers, modifying assignment of operator devices, and viewing otherinformation associated with controlled calls. In some embodiments, themonitoring devices may access portions of the real-time data via aprovided monitoring line configured for maintaining the covertness ofthe controlled call. Furthermore, other agencies with appropriatecredentials and monitoring devices may similarly access portions of thecollected information during inter-agency investigations.

Environment and Implementation of the Controlled Call System

Figure (FIG. 1A is a block diagram illustrating an environment 100 forimplementing a controlled call system according to one exampleembodiment. As shown the environment 100 includes a network 120connecting an agency support service provider “agency service” 115, anoperator device 101 and contact devices 105A and 105B. While only oneagency service 115 and one operator device 101 are shown in FIG. 1A forclarity, embodiments can support many operator devices 101 and havemultiple agency service providers 115 for administrating multiplecontrolled calls.

Agency service 115 represents a collection of compute devices (e.g.,servers) and related storage mediums that are configured for performingvarious activities such as configuring operator devices 101, exchangingdata over the network 120 and storing data in support of one or moreagencies (not shown) and operated operator devices 101. For example, theagency service 115 may include one or more modules providing ascribedfunctionality to an agency via an application programming interface(“API”) or web interface, collectively “the interface”, as described inmore detail with reference to FIG. 1B. The agency service 115 may alsoinclude infrastructure for providing audio and video communicability(e.g., internally and/or over the network 120) within the monitoringinterface using the public switched telephone network (“PSTN”), voiceover internet protocol (“VoIP”) and video conferencing services.

The operator devices 101 are oftentimes mobile telephonic devicescapable of collecting data and transmitting data (e.g., wirelessly) overthe network 120. Some examples of an operator device 101 include amobile phone, tablet or notebook computer. Example embodiments of theoperator device 101 as a mobile phone include feature phones, smartphones or standard mobile phones. Accordingly, a given mobile phone orother device operated as an operator device 101 may not necessarilyinclude or support all of the functionality ascribed herein to theoperator device or controlled call system due to inherent differences indevice capabilities. In some embodiments, other telephonic devices suchas land-line phones are used with the controlled call system.

In one embodiment, the operator device 101 executes a CC module forautomating the setup of controlled call connections through the network120 and collecting and transmitting data to entities on the network 120.An example embodiment of a CC module is described in more detail withreference to FIG. 2.

In addition to the operator devices 101, a number of monitoring devices(not shown) may connect to entities on the network 120 to obtain orpresent data associated with one or more controlled calls administratedby operator devices. Depending on the embodiment, a monitoring device isa network 120 capable device that can be operated within an agency orexternally in the field. As referred to herein, a monitoring device is amobile or stationary device capable of connectivity (e.g., wireless orwired) to a network 120 such as an agency network, the internet, PSTNand/or cellular network. Some examples of a monitoring device include amobile phone, land-line phone, tablet and notebook or desktop computer.

Example embodiments of the monitoring device as a mobile phone caninclude feature phones, smart phones or standard mobile phones.Accordingly, a given mobile phone or other device operated as amonitoring device does not necessarily include or support all of thefunctionality ascribed herein to the monitoring device or the controlledcall system due to inherent differences in device capabilities. In oneexample embodiment, the monitoring device executes a monitoring modulefor interfacing with entities on the network 120 to manage operatordevices 101 and view collected data.

Also shown are two contact devices 105 associated with the parties theoperator desires to administrate a controlled call between. Embodimentsof the various contact devices 105 include any network 120 capabledevice that may send or receive information associated with atransmitting number on the network 120 (however, in some instances, thecontact device 105 may use a virtual number itself, or other means, todo so). Accordingly, as referred to herein, a contact device 105 can bea mobile or stationary device capable of connectivity (e.g., wireless orwired) to the network 120 for sending or receiving information over theinternet, PSTN and/or cellular network. Some examples of a contactdevice 105 include a mobile phone, land-line phone, tablet and notebookor desktop computer capable of receiving an incoming call.

FIG. 1A also illustrates a virtual number 135 configured for use on thenetwork 120. In one embodiment, the agency service 115 provisions andconfigures the virtual numbers 135 and handles number information toestablish identities for the virtual numbers on the network 120.Additionally, the agency service 115 receives authentication information137 from operator devices 101 connecting to the virtual numbers 135 foradministrating controlled calls. Some examples of authenticationinformation 137 include a transmitting number of an authorized operatordevice 101 and/or a PIN number associated with the virtual number 135.For example, an operator device 101 may request (and attempt) tocommunicate with virtual number 135 by way of a connection request orotherwise transmitting data to the virtual number such as by placing acall to the virtual number from the operator device. Based on theauthentication information 137 received from the operator device 101,and configuration of the virtual number, the agency service 115authenticates the operator device 101 for using the virtual number toadministrate a controlled call. For example, the agency service 115 maymaintain a mapping table storing authentication numbers such as operatordevice transmitting numbers and/or PINs in association with virtualnumbers 135. The agency service 115 accesses the mapping table forauthenticating operator devices 101 requesting to connect to virtualnumbers based on received authentication information 137.

After authenticating the operator device 101, the agency service 115enables the operator to specify a contact 105A to initiate thecontrolled call with, using the operator device. Typically, in acontrolled call setting, the contact 105A (e.g., a victim) the operatorspecifies to initiate the controlled call with is aware that theoperator will be administrating and overhearing the call. In turn, theagency service 115 may enable the operator device 101 to communicatewith the victim's contact device 105A through (e.g., establishing aconnection with or transmitting data from) the virtual number 135. Forexample, the operator device 101 specifies contact device information139, such as a transmitting number, for the contact device 105A. Theagency service 115 receives the contact device information 139 for thevictim's device 105A and transmits instructions that cause the contactdevice 105A to receive a connection request from virtual number 135. Ifthe contact device 105A answers, the victim and operator are connected.In other words, the agency service 115 transmits instructions (e.g., toa provider) to dial out to the contact device 105A from the virtualnumber 135A to connect the operator device 101 with the contact device105A. As the agency service 115 connects the operator device 101 withentities on the network 120 through the virtual number, the virtualnumbers 135 prevent other entities, such as contacts 105, from viewingdevice and/or number information associated with the operator device. Insome embodiments, voice communications are enabled between the contactdevice 105A and the operator device 101 such that the operator mayinstruct or coach the victim personally or play a recorded message tothe victim about the controlled call process.

Once the contact device 105A is connected to the virtual number 135, theagency service 115 enables the operator to specify a contact 105B whichcontact 105A will be communicating with during the controlled call.Typically, in a controlled call setting, the contact 105B (e.g., abaddie) the operator specifies for the contact 105A to communicate withis unaware of the operator's presence and control over the call. Forexample, the operator device 101 specifies contact device information139, such as a transmitting number, for the contact device 105B. Theagency service 115 receives the contact device information 139 for thebaddie's device 105B and transmits instructions that cause the contactdevice 105B to receive a connection request, which appears to originatefrom the contact device 105A of the victim. If the contact device 105Banswers, the victim, baddie and operator are connected. In other words,the agency service 115 transmits instructions (e.g., to a provider) todial out to the contact device 105B using the transmitting number of thecontact device 105A and connects contact device 105A with contact device105B while allowing the operator device 101 to remain connected (and incontrol of the line) unbeknownst to the baddie.

In some embodiments, voice communications from the operator device 101are disabled once the contact devices 105A, 105B are connected such thatthe baddie is not tipped off to the controlled call. Additionally, asthe provider 127 forges one or more of the connections between thecontact devices 105A, 105B and the network 120 through the virtualnumber 135, the agency service 115 may configure the virtual number 135at the provider 127 or transmit instructions to the provider such thatthe operator device 101 possesses administrative privileges over thecommunication channel. Thus, for example, the operator may terminate thecommunication channel between the contacts 105A, 105B or otherwisemanage the controlled call.

The network 120 represents the communication pathway between agencies,agency service 115, the operator devices 101, contact devices 105,monitoring devices 107 and other entities (not shown). In oneembodiment, the network 120 includes standard communicationstechnologies and/or protocols and can include the Internet and PSTN.Oftentimes, these communications technologies and/or protocols carryboth PSTN and Internet related data. Thus, the network 120 can includelinks using technologies such as Ethernet, 802.11, worldwideinteroperability for microwave access (WiMAX), 2G/3G/4G mobilecommunications protocols, worldwide interoperability for PSTNcommunications, digital subscriber line (DSL), asynchronous transfermode (ATM), InfiniBand, PCI Express Advanced Switching, etc. Similarly,the networking protocols used on the network 120 can includemultiprotocol label switching (MPLS), the transmission controlprotocol/Internet protocol (TCP/IP), the User Datagram Protocol (UDP),the hypertext transport protocol (HTTP), the simple mail transferprotocol (SMTP), the file transfer protocol (FTP), etc. The dataexchanged over the network 120 can be represented using technologiesand/or formats including analog audio (e.g., for last mile PSTNcommunications), digital audio and video (e.g., as a file or streamingwith Real Time Streaming Protocol), the hypertext markup language(HTML), the extensible markup language (XML), JavaScript, VB Script,FLASH, the portable document format (PDF), etc. In addition, all or someof the data exchanged over the network 120 can be encrypted usingconventional encryption technologies such as secure sockets layer (SSL),transport layer security (TLS), virtual private networks (VPNs),Internet Protocol security (IPsec), etc. In another embodiment, theentities on the network 120 can use custom and/or dedicated datacommunications technologies instead of, or in addition to, the onesdescribed above. For example, some government agencies and the militarymay operate networks auxiliary to the internet and PSTN.

As used herein, the term “module” refers to computer programinstructions and/or other logic used to provide the specifiedfunctionality. Thus, a module can be implemented in hardware, firmware,and/or software. In one embodiment, program modules formed of executablecomputer program instructions are stored on a non-transitory storagedevice, loaded into memory, and executed by a computer processor as oneor more processes.

FIG. 1B is a block diagram illustrating an operating environment of anagency service 115 providing a controlled call system according to oneexample embodiment. As shown, the operating environment includes anagency 110, monitoring devices 107, operator devices 101, contacts 105and a network 120 with components such as the internet 123, telephony125 and provider 127. The network 120 may also include GPS satellites(not shown) that relay position data to operator devices 101 and otherdevices.

Agency 110 represents a collection of servers, desktop, notebook ortablet computers, mobile telephones and related storage mediums used byrespective agency personnel for executing applications or modules tocommunicate with and receive data from the agency service 115 (e.g., viathe interface 145) and other entities on the network 120. For example,agency 110 devices may execute a web browser to access a web interfaceor execute a mobile or desktop application for communicating with an APIprovided by the agency service 115. An agency 110 may also includetelephonic and video infrastructure enabling audio and videocommunicability (e.g., internally and/or over the network 120) using thepublic switched telephone network (“PTSN”), voice over internet protocol(“VoIP”) and video conferencing services for monitoring or specifyingconfigurations for operator devices 101.

The telephony network 125 may include servers, switches and otherhardware and software for implementing, among other protocols andtechnologies, worldwide interoperability for PSTN communicationsincluding land-lines and 2G/3G/4G wireless protocols. The telephonynetwork 125 also provides mobile devices with the capability to transmitand receive data over the internet 123. The telephony network 125 ismanaged by one or more communication service providers “CSPs” (notshown) that own telephone numbers for use on the PSTN and the CSPs ownnetwork (e.g., a wireless network that communicates with the PSTN).

The provider 127 may include servers, switches and other hardware andsoftware for communicating over the network 120 with CSPs and otherentities. The provider 127 buys or leases numbers for use on thetelephony network 125 from multiple CSPs. The provider 127, in turn,manages numbers provisioned for use by the agency service 115 and thetelephony traffic associated with the numbers. In one embodiment, theprovider 127 allows the agency service 115 to provision one or more ofthe numbers as virtual numbers over the network 120.

Typically, a number used on the telephony 125 network directs to a givenmobile device, VoIP device or land-line device having an associatednumber identity characterized by automatic number identification “ANI”information, or caller identification. Virtual numbers, while stilloperable with the PSTN and CSP networks, are associated with theprovider 127 who handles telephony traffic for the number. Because avirtual number does not direct to an end user device, the provider 127may establish connections using the virtual number with devices dialing,dialed, or otherwise identified based on instructions or configurationinformation received from the agency service 115, agency 110, operatordevice 101, and/or monitoring device 107. Additionally, the provider 127may record controlled call information such as call audio and callerhistory (e.g., on a computer readable medium) and stream/provide callinformation for download (e.g., over the network 120).

The provider 127 may also pass/bridge audio (bidirectional orunidirectional) in real-time between two or more telephonic devices withvirtual numbers (or connected by the provider 127 via a virtual number).Additionally, as the virtual numbers are handled by the provider 127,the agency service 115 may modify ANI information and calleridentification associated with the virtual number. The provider 127 mayalso receive instructions to present a set of ANI information and calleridentification information (e.g., a spoofed number identity) from onecontact device (e.g., that of the victim's) to another (e.g., that ofthe baddie) when connecting devices via virtual numbers.

In addition to provisioning virtual numbers for the agency service 115,the provider 127 communicates notifications and data associated with thevirtual numbers to the agency service 115 or other entity such as theagency 110. For example, the provider 127 may notify the agency service115 (and optionally a monitoring device 107) when an operator device 101uses a virtual number to administrate a controlled call or uponcompletion of a controlled call. The provider 127 may also receiveinstructions (e.g., during the call from the operator device 101) tostop/start recordings of controlled calls on the virtual number andinterface with a transcription service to transcribe call audio. Inturn, the provider 127 can transmit the recordings and transcripts tothe agency service 115 or other entity on the network 120.

Additionally, the provider 127 may enable or disable inbound and/oroutbound audio for different parties connected to a virtual number andrecordings thereof responsive to instructions received (e.g., via anAPI) from the agency service 115 or operator device 101. The provider127 may receive instructions for configuring and managing a virtualnumber as part of the provisioning process, prior to an incoming call,in real-time when connecting parties using the virtual number and duringcontrolled calls. In some embodiments, the provider 127 communicatesdirectly with the agency 110, operating device 101 and/or monitoringdevice 107 to provision virtual numbers, transmit notifications and dataor receive instructions. Additionally, the provider 127 itself mayfunction as a CSP and vice versa.

The agency service 115 receives requests for provisioning and mappingvirtual number from the agency 110, operator device 101, or monitoringdevice 107. The requests can include number information for provisioningvirtual numbers such as an area code (e.g., 555), country code (e.g.,+44) and/or associated CSP. In turn, the agency service 115 queries theprovider 127 for available virtual numbers matching the request andreturns the matching virtual numbers to the requesting entity. Theagency service 115 subsequently receives a selection of virtual numbersfrom the requesting entity and claims the virtual numbers from theprovider 127. The agency service 115 may optionally allow the entity tospecify number information such as ANI and/or caller identificationassociated with the virtual number to spoof the number's identity on thenetwork 120. The agency service 115, in turn, transmits instructions tothe provider 127 for modifying the number identity. The agency service115 may optionally verify the spoofed number identity. When a virtualnumber is no longer needed by the agency 110A, the agency service 115releases the number back to the provider 127.

The requests can also include mapping information for configuringclaimed virtual number function in a mapping table. Depending on thedesired configuration, the mapping information may include thetransmitting number and/or a PIN for authenticating operator devices 101requesting to administrate a controlled call and/or specify the functionof the virtual number (e.g., for administrating controlled calls). Oneexample mapping request may specify a claimed virtual number for use asa controlled call (CC) number that operator devices 101 connects to inorder to administrate a controlled call over the telephony 125 networkbetween two contacts 105A, 105B. In one embodiment, the request includesthe transmitting numbers of operator devices 101 allowed to use thevirtual number for controlled calls. Alternatively, the request mayinclude a PIN that operators may enter on any device connecting to thevirtual number to authenticate the device as an operator device 101. Inresponse to the request, the agency service 115 associates thetransmitting numbers or PIN with the virtual number and stores theassociation in a mapping table.

In practice, agency service 115 consults the mapping table toautomatically identify a device connecting to a virtual number as theoperator device 101 (an optionally monitoring devices 107) based on thedevice's transmitting number. Thus, for example, an operator of anoperator device 101 may simply dial the CC number mapped to thetransmitting number of his phone to administrate a controlled call.

In some embodiments, personnel with a monitoring device 107 may beenabled to listen in on the controlled call in real-time with a mobileor land-line phone at the agency 110A or in the field by having thetransmitting number of their devices or a separate PIN associated withthe CC number. Accordingly, the monitoring device 107 may beauthenticated based on its transmitting number or an entered PIN andreceive controlled call audio via the CC number.

Additionally, embodiments of the agency service 115 can use the mappingof monitoring devices 107 for instructing the provider 127 toautomatically dial (e.g., from a specified virtual number) or otherwisenotify (e.g., a SMS text message or email) monitoring devices when acontrolled call is being administrated on a given CC number. The agencyservice 115 may also notify monitoring devices 107 through the interface145 or via email.

To prohibit unauthorized access to controlled calling numbers, theagency service 115 may allow personnel and operators to specify key-inswhen provisioning and/or mapping virtual numbers. The agency service 115stores the key-ins in the mapping table or other suitable databasestructure to identify and authenticate callers attempting connections tothe virtual numbers responsive to correct key-ins. Depending on theembodiment, the agency 110, agency service 115 or provider 127 may storethe mapping table and/or key-ins for device identification andauthentication.

In some embodiments, the agency service 115 may instruct the provider127 to prompt (e.g., “Press 2 to make a controlled call”) the operatorafter connecting to the CC number to indicate whether the operatordesires to make a controlled call. In another example, the agencyservice 115 may prompt the operator to make a selection foradministrating a controlled call via a user interface (i.e., aninterface provided by the CC module 141) on a cell phone or otherdevice. Additionally, the agency service 115 may prompt an operator torecord a preempt message for documenting the purpose of the controlledcall. For example, the operator may speak into the operator device 101after a prompt from the provider 127 or select an option to record apreempt via the interface of the CC module 141. Received preempts may bestored locally by the provider 127 and/or transmitted to the agencyservice 115 and appliance 150. The agency service 115 may similarlyinstruct the provider 127 to prompt the operator for contact deviceinformation 139 about the different contact devices 105.

In some embodiments, the agency service 115 queries one or more thirdparty databases for the Caller ID information corresponding to one ormore of the contacts 105. The agency service 115 may use the Caller IDinformation to verify the validity of contact device information 139provided by the operator device 101 and/or for instructing the provider127 to use a given number identity (e.g., that of the victim's device105A) for dialing out to a contact. For example, the agency service 115may instruct the provider 127 to the contact device 105B of the baddieusing number information from the contact device 105A of the victim.

In some embodiments, the agency service 115 provides a controlled call(CC) module 141 to the operator device 101. The CC module 141 interfaceswith the native dialer of the operator device 101 to automate theconnection process to a CC number and setup of the controlled call withthe contact devices. Additionally, the CC module 141 may interface withoperator device 101 software and/or hardware to utilize features such asa GPS device to collect real-time position data and/or a microphone tocollect audio data. The CC module 141 transmits the collected data overthe network 120 back to the agency service 115 or other entity. Theagency service 115, in turn, may store the collected data fortransmission to one or more monitoring devices 107 and the agency 110.The CC module 141 is described in more detail with reference to FIG. 2.

In some embodiments, the agency service 115 includes an interface 145for providing data received from operator devices 101 and controlledcall audio between the contacts 105 to various monitoring devices 107and/or appliances 150 over the network 120. For example, the interface145 may provide monitoring devices 107 and the appliance 150 with datacorresponding to the status of one or more controlled calling numbers(e.g., in use, complete, call history, etc.) and contact device 105information. If a controlled calling number is in use and the operatordevice 101 is transmitting real-time, the interface 145 may stream datasuch as audio received from the provider 127 during the activetransmission, GPS coordinates of the operating device, and the internetprotocol address, telephone numbers, and/or PINs identifying theoperator device and the contact devices 105. In some embodiments, theinterface 145 syncs collected data prior to transmission or includestags in the transmitted data for synchronization of playback at themonitoring device 107 or operator device 101. The interface 145 can alsostream, or provide for download, data from completed controlled callrecordings.

In some embodiments, the agency service 115 provides a monitoring module140 to monitoring devices 107 for accessing the interface 145. Themonitoring module 140 transmits requests associated with configuringoperator devices 101 and virtual numbers and receiving real-time andhistoric data for controlled calls. For example, the monitoring module140 may provide a user interface or status dashboard with options forprovisioning virtual numbers, mapping a transmitting number to a givenvirtual number and assigning PINs for authenticating connections to thevirtual number. Additionally, the monitoring module 140 may provide auser interface for identifying a virtual number as a CC number in themapping table. In one embodiment, the dashboard provides an option totoggle recording of a controlled call on or off with the agency service115. When the recording session is disabled, the monitoring device 107still receives real-time data, but the agency service 115, appliance 150and provider 127 do not store copies of the collected data.

The monitoring module 140 may also display real-time status informationfor the operator device 101 including current GPS location, tracked GPSlocation, live audio, mapping table information and other informationcollected from the operator device and streamed by the interface 145.Similarly, the monitoring module 140 may be used to access and playbackhistoric activity associated with a given virtual number or operatordevice 101. For example, the monitoring module 140 may download filesassociated with an administrated controlled call for playback or streamthem. In addition to interfacing with the agency service 115, themonitoring module 140 may interface with an appliance 150 that stores(or backs up) collected data within the agency 110. In some embodiments,the monitoring module 140 may include functionality of the CC module 141and vice versa.

In one embodiment, the agency 110 includes an appliance 150 for storingdata collected by operator devices 101 and controlled call informationand audio. The appliance 150 may utilize the monitoring interface 145provided by the agency service 115 for updating stored data or receivedata directly from operator devices 101. Additionally, the appliance 150may receive audio recorded during the controlled call and any associatedtranscripts of the audio from the provider 127 or agency service 115.One example embodiment of the appliance 150 also includes its owninterface (not shown) that enables monitoring devices 107 and operatordevice to access real-time and historic data stored on the appliance foradministered controlled calls. Interfaces provided by the agency service115 or appliance 150 may also be accessible via a web browser forstreaming or downloading data and include the same or similar options.

Additionally, the appliance 150 and agency service 115 may communicateto intermittently update collected data and records at defined intervalsor in response to notifications to download data. During the intervalsor notification periods, the agency service 115 may process the data andperform any necessary actions as desired by operator devices 101 ormonitoring device 107 until the data is transferred to the appliance150. In some embodiments, the agency service 115 maintains a persistentconnection with the appliance 150 to facilitate transfer of real-timedata collected by operator devices 101 operated in the field.

In one embodiment, the agency service 115 insures that it, and theprovider 127, do not store data collected by operator devices 101 orfrom a virtual number beyond the time needed to facilitate transfer.However, in mission critical situations, operators and other agency 110personnel cannot rely only on the availability of the appliance 150 forstoring and maintaining collected data. Consequently, if the appliance150 is unable to take possession of the collected data or goes offlineduring transfer, the agency service 115 and/or the provider 127 maymaintain possession of the collected data until the appliance 150 isfunctioning. Furthermore, the agency service 115 and/or provider 127 maydetermine whether checksums, hashes or sizes of transferred data matchthe appliance's 150 version prior to deleting stored data.

In some embodiments, the agency service 115 maintains a database (notshown) storing hashes (e.g., MDS, SHA, etc.) that uniquely identifyevidentiary files transmitted to the appliance 150. In the context ofcriminal investigations, the stored hash may serve to prove thatrecordings and other data on the appliance 150 have not been tamperedwith or compromised.

In some embodiments, the agency service 115 maintains an applianceinstead of, or in addition to, the agency 110. In such cases, theappliance may exist as a dedicated piece of hardware or remote storage.Alternatively, embodiments of the appliance 150 may be implemented in acloud computing and storage stack available on the network 120.

Operator Device Functionality

FIG. 2 is a block diagram illustrating a controlled call module 141according to one example embodiment. As mentioned above, the CC module141 may be downloaded from the agency service 115 to the operator device101. For example, the CC module 141 or its functionality may beincorporated in an application executable by the operator device 101. Inturn, the operator device 101 may execute the CC module 141 (orapplication) to facilitate the controlled calling process andtransmitting of collected data to entities on the network 120.

As shown in FIG. 2, the CC module 141 itself includes multiple modules.In the embodiment shown in FIG. 2, the CC module 141 includes aconnection module 205, GPS module 210, provisioning module 215, callerID module 220, case module 225 and termination module 230. In someembodiments, the functions are distributed among the modules in adifferent manner than described herein. Other embodiments haveadditional and/or other modules.

The connection module 205 automates the connection process for dialingout to a virtual number and transmitting of device information 139 forthe contact devices 105 of the victim and baddie. The connection module205 receives input (e.g., via a user interface) from the operatorincluding a CC number, a first transmitting number of a contact device105A (e.g., that of the victim) that will be aware the call iscontrolled, and a second transmitting number of a contact device 105Bthat may be unaware the call is controlled.

In some embodiments, the connection module 205 further receivesauthentication information 137 such as a PIN associated with theoperator device 101 or the CC number. The connection module 205transmits the authentication information 137 to the provider 127 and/oragency service 115 when connecting to the CC number for authenticationof the operator device 101.

Once a connection between the operator device 101 and the CC number isestablished, the connection module 205 transmits the device information139 corresponding to the contact devices 105 which the operator desiresto setup the controlled call with over the network 120. The connectionmodule 205 may transmit the device information 139 for the contactdevices 105 all at once or as needed during the controlled call process.

In some embodiments, the connection module 205 may include an option ina user interface for the operator to indicate whether he desires torecord a preempt message. The connection module 205 may also enable theoperator to record the preempt message prior to dialing out to the CCnumber. The connection module 205 may transmit the recorded preemptmessage to the provider 127, agency service 115, or appliance 150. Theconnection module 205 may also include an option in the user interfacefor the operator to indicate which portions of the controlled callshould be recorded. For example, the operator may not desire to recordany instruction provided to the victim in evidence but require theconversation between the victim and baddie recorded.

Further, embodiments of the connection module 205 may also includeoptions in the user interface for the operator to indicate when theydesire to proceed to a next phase of the controlled call. For example,the operator may indicate in the interface when they desire to contactthe victim to provide instructions and later indicate when the victim isready for the monitored portion of the controlled call with the baddie.These options may also be available through key-in commands using thenative dialer. In some embodiments, the connection module 205 interfaceswith the native dialer to transmit one or more commands or data whenconnected to the network 120.

The GPS module 210 communicates with a native GPS receiver on theoperator device 101 to receive GPS location data. The GPS module 210 mayalso communicate with other radio receivers and directional mechanisms(e.g., compass or accelerometers) on the operator device 101 to receiveadditional location data. The GPS module 210 processes the GPS and radiolocation data to determine and refine an estimated location measurementfor the operator device 101. The location measurement may include, butis not limited to, a latitude, longitude, altitude, heading, speed,associated accuracy measurement and the time and date of recording. TheGPS module 210 transmits the determined location measurement over thenetwork 120 the agency service 115 or other entity. In one embodiment,the GPS module 210 streams the location measurement in real-time.

The provisioning module 215 interfaces with the provider 127 or agencyservices 115 to provision virtual numbers and modify virtual numberassignments and configuration in the field. Alternatively, a web browseron the operator device 101 may be used. For example, the web browser orprovisioning module 215 may present the operator with a list of allvirtual numbers associated with a given account with the agency service115. Through the interface, the operator may provision and modifymapping and configure the virtual numbers as CC numbers.

The caller ID module 220 interfaces with the provider 127 or agencyservices 115 to modify caller ID or other number information associatedwith provisioned virtual numbers. For example, the caller ID module 220presents an interface to the operator to specify number information suchas location, ownership, carrier and whether or not any of theinformation should be restricted or blocked when dialing out (e.g., tothe contact device 105A of the victim) from a given CC number.

In some embodiments, the case module 225 interfaces with the provider127, agency services 115 or appliance 150 to retrieve activitiesassociated with a given CC number or case number which one or morecontrolled calls are associated with. For example, the case module 225presents an interface with CC numbers or case numbers that the operatormay select, for example, to view associated controlled call activity.The case module 225 may further provide an interface for the operator toassociate contact information (e.g., that of the victim and baddie) orother information (e.g., address book entries) with a given CC number orcase number. The case module 225 may store the address book entrieslocally and/or remotely with the agency services 115 or appliance 150.

Additionally, the case module 225 may retrieve activities associatedwith a given transmitting number of an operator device 101 used toadministrate one or more controlled calls. For example, the case module225 may transmit the transmitting number of the operator device 101executing the case module 225 or other PIN information provided by theoperator to the agency service 115 or appliance 150 to retrieveinformation about controlled calls administrated with the device or bythe operator.

The termination module 230 provides an interface including a number ofcall commands to the operator when the controlled call is taking placebetween the victim and baddie. Call commands may include, but are notlimed to: disconnecting the victim or baddie, terminating theconnections of all parties, and stopping or starting recordings of thecontrolled call. In response to the selection of a call command by theoperator, the terminal module 230 transmits the selection/command to theprovider 127 and/or agency service 115. In turn, the provider 127 (e.g.,directly or in response to instructions from the agency service 115)performs the desired action.

In some embodiments, selections within the interface of the terminationmodule 230 are transmitted in the form of key-ins or with actions usedduring a typical call. For example, in response to a selection toterminate the connection of all parties, the termination module 230 mayend or hang-up the call through the native dialer. Alternatively, thetermination module 230 may transmit one or more key-in selections (suchas the * or #) to indicate the operator's command selection within theuser interface. The key-in selections may be interpreted at the provider127 and/or agency service to perform the desired action. Furthermore,actions identified by the provider 127 or agency service 115 from key-inselections may be transmitted using the native dialer of the operatordevice 101 without use of the CC module 141. Commands that may betransmitted using the native dialer may be available to all operatordevices 101, including those that are not executing a CC module 141.

In some embodiments, the CC module 141 and the modules therein interfaceand communicate with non-native devices attached to the operator device101. For example, audio and location data can be determined fromaccessories coupled (e.g., wired microphone) or wirelessly connected(e.g., Bluetooth headset) to the operator device 101.

Additionally, some or all of the features provided by the CC module 141may require the operator to enter a specified key-in (e.g., button presscombination, password or other personal identification) prior tooperation or launch.

Virtual Number Provisioning

FIG. 3A is an interaction diagram illustrating a method for provisioningand mapping 300 virtual numbers for enabling an operator device 101 tomanage controlled calls on virtual numbers according to one exampleembodiment. Initially, the agency service 115 receives 310 a requestincluding a calling code for provisioning 300 a virtual number from amonitoring device 107, operator device 101, provided web interface orother entity. The calling code can include an area code and country codewhere the provisioned virtual number will be operated.

The agency service 115 queries 320 the provider for virtual numbersmatching the specified calling code. The provider 127 returns 330 a listof available virtual numbers to the agency service 115 which, in turn,transmits the virtual numbers for display to the requestor. The agencyservice 115 receives 335 one or more virtual number selections andclaims 340 each selected virtual number from the provider 127. Theagency service 115 may optionally include corresponding ANI and calleridentification information for a virtual number that may be edited onthe requesting device 101, 107 or in the web interface. The agencyservice 115 subsequently stores the modified virtual number informationand instructs the provider 127 to update the associated virtual numberinformation.

With one or more virtual numbers claimed, the agency service 115 canreceive mapping requests for the virtual numbers and, in turn, map 350the virtual numbers responsive to information in the mapping request.For example, the requestor may be prompted to enter the transmittingnumber of an operator device 101 for association with a virtual numberto be used as a CC number. The agency service 115 stores thetransmitting number of the operator device 101 and the CC number in amapping table (e.g., at the agency service 115 or on the appliance 150).The requestor may modify the mapping at any time, without anyinterruption of service at the receiving number. The requestor may alsobe prompted to enter a PIN for associated with a virtual number to beused as a CC number. In such cases, the PIN number may be stored insteadof, or in addition to, the transmitting number of an operator device101.

When an operator device 101 subsequently dials a CC number, the agencyservice 115 authenticates operator device responsive to the transmittingnumber associated with the CC number. The agency service 115 may furtheridentify the operator device 101 from the mapping table responsive to aPIN provided by the operator. In turn, the agency service 115 instructsthe provider 127 to connect the operator device 101 to the CC number andprovides any additional configuration instructions for the CC numberduring the controlled calling process. A requestor may re-specify themapping configuration as needed to change or swap transmitting numbersand PINs associated with CC numbers.

Example embodiments of monitoring device 107 mapping to virtual numbersfor monitoring controlled calls may be performed in the same or similarfashion as operator device 101 mappings.

FIG. 3B is a table illustrating an example embodiment of virtual numbermapping 350 with transmitting numbers 361A for authenticating operatordevices 101. As shown, mapping table 360A includes a number of CCnumbers 363 mapped to corresponding transmitting numbers 361A (e.g., ofoperator device 101).

When the agency service 115 receives connection requests to CC numbers363 from the network 120, the agency service authenticates theconnecting device as the operator device 101 based on the transmittingnumber 361A stored in the mapping table 360A. In turn, the agencyservice 115 or provider 127 receives connection information for thevictim from the operator device 101 and dials the corresponding contact105A from the CC number 363.

Prior to permitting the operator device 101 to administrate a controlledcall using the CC number, the agency service 115 may wait or instructthe provider 127 to wait for key-in of a specified password.

FIG. 3C is a table illustrating an example embodiment of virtual numbermapping 350 with a PIN 361B for authenticating operator devices 101. Asshown, mapping table 360B includes a number of CC numbers 363 mapped tocorresponding PINs 361B. PINs may provide an extra layer of security forauthenticating or identifying a specific operator once the operatordevice 101 is connected to the virtual number.

Additionally, if a connecting device's number does not match atransmitting number 361A stored (if any) for the CC number, the agencyservice 115 may instruct the provider 127 to connect the operator device101 and prompt for a PIN 361B associated with the CC number 363. Thus,for example, rather than mapping multiple transmitting numbers 361A toallow multiple operators to use a CC number 363, each operator may use asame PIN 361B to administrate controlled calls with the CC number. Inone embodiment, the operator must enter the PIN or key-in to enter a PIN(e.g., hitting * or # prior to entering the PIN) within a given timeperiod (e.g., 2-5 seconds) to avoid being disconnected.

Similar precautions may be implemented to authenticate monitoringdevices 107 that desire to monitor administrated controlled calls. Insome embodiments, the mapping tables 360 further include mappings ofmonitoring device 107 transmitting numbers or separate PINs toexplicitly identify monitoring personnel and devices.

Administrating a Controlled Call

FIG. 4 is an interaction diagram illustrating a method for connecting400 an operator device with a CC number according to one exampleembodiment. Once the agency service 115 provisions 300 a virtual numberwith the provider 127, an operator device 101 may connect 400 to thevirtual number.

For any device dialing 410 the virtual number, the provider 127 receivesthe connection request via the telephony network 125 and identifies 420the dialed CC number as a virtual number provisioned 300 by agencyservice 115. Accordingly, in embodiments where the agency service 115stores the mapping table, the provider 127 passes authenticationinformation including the transmitting number of the device and thevirtual number to the agency service 115.

The agency service 115, in turn, authenticates 430 the device attemptingto connect to the virtual number as an operator device 101 based onagreement of the authentication information with the mapping of thetransmitting number and the CC number stored in the mapping table. Theagency service 115, in turn, instructs the provider 127 to connect 440the operator device 101 and provides instructions that enable theoperator device 101 to setup 500 a controlled call. Example embodimentsof setting up the controlled call 500 are explained in more detail withreference to FIG. 5.

In some embodiments, the operator device 101 may provide additionalauthentication information to the provider and/or agency service 115such as a PIN for authenticating 430 use of a CC number stored inassociated with the PIN in the mapping table. For example, an agency 110may want to enable the option to use unmapped devices as operatordevices 101 on a specified CC number. The agency service 115 mayinstruct the provider 127 to play a generic tone, number not availablerecording or explicit instructions to notify operators that they need tokey-in a PIN. Depending on the embodiment, the operator device 101 mayprovide the PIN prior to, or subsequent to, the agency service 115instructing the provider 127 to connect 440 the operator device 101.

FIG. 5 is an interaction diagram illustrating a method for setting up acontrolled call between two contact devices 105 with an operator device101 using a CC number, according to one example embodiment. Once theconnection 400 between the operator device 101 and the CC number isestablished, the operator may enter the transmitting number of a firstcontact device 105A (e.g., that of the victim) and a second contactdevice 105B (e.g., that of the baddie). Alternatively, the numbers ofthe contact devices 105 may have been previous entered in anapplication. In either instance, the operator device 101 transmits 510collected contact device information to the provider 127. The provider127 may transmit the contact device information to the agency service115 or acknowledge receipt of the information for records keeping,verification or to open a new record. In some embodiments, the agencyservice 115 verifies whether the transmitting numbers of the contactdevices 105 are valid before instructing the provider 127 to dial out toa contact.

Based on instructions provided 513 by the agency service 115 and thecontact information, the provider 127 dials out 515 to the specifiedtransmitting number of the victim's contact device 105A from the CCnumber. Thus, when the victim receives the connection request on theircontact device 105A, the call appears to be coming from the CC number.Accordingly, the contact device 105A will display number information (ifany, e.g., for blocked or restricted number) for the CC number ratherthan the operator device 101. If the contact device 105A picks up, theprovider 127 establishes 520 a connection between the operator device101 and the contact device 105 (e.g., through the CC number, or directlyas the contact device 105A will not receive additional number or deviceinformation from the operator device).

Once the connection 520 between the operator device 101 and the contactdevice 105 is established, the provider 127 may optionally enable audiocommunications between two devices. The operator device 101 collectsaudio data using a microphone coupled to the operator device. Theoperator device 101, in turn, transmits the collected audio data to theprovider 127 and contact device 105A by way of the connection 400through the CC number. The contact devices 105 may communicate audiodata over the network 120 in a similar fashion.

With audio communication enabled between the victim and operator, theoperator may optionally instruct 521 the victim about the controlledcall process before the connection between the victim's contact device105A and the baddie's contact device 105B is established. The operatormay indicate (e.g., to the agency service 115 and/or provider 127) viainterface selections provided by the CC module 141 or via key-incommands with the native dialer for the provider 127 to record (orstore) or discard the instruction 521 portion of the call for evidence.The operator may provide the selection before, during, or afterinstructing 521 the victim. Alternatively, the provider 127 may play apredefined message or audio recorded by the operator device 101 forinstructing the victim about the controlled call process prior toestablishing a connection with the baddie. Once any instruction iscomplete, the provider 127 may play a predefined message informing theoperator and/or victim when the connection with the baddie is beingestablished.

In some embodiments, the operator may indicate via interface selectionsprovided by the CC module 141 or via key-in commands with the nativedialer that the victim and operator are ready to dial out 525 to thebaddie's contact device 105B and begin the operator monitored portion ofthe call. For example, if the operator is confident that the victim isready to proceed and speak with the baddie, the operator may key-in * onthe native dialer of the contact device.

To begin the monitored portion of the call between the victim andbaddie, the agency service 115 instructs the provider 127 to dial out525 to the specified transmitting number of the baddies's contact device105B using the number identity (e.g., from transmitting number) of thevictim's contact device 105A. Thus, when the baddie receives theconnection request on their contact device 105B, the call appears tooriginate from the victim. Accordingly, the contact device 105B willdisplay number information for the transmitting number of contact device105A rather than the operator device 101 or the CC number.

If the contact device 105B picks up, the provider 127 establishes 530 aconnection between the contact device 105A and the contact device 105B(e.g., through the CC number) with audio enabled such that the line ofcommunication appears to be an ordinary call from the victim. However,unlike an ordinary call, the provider 127 also maintains the existingconnection 520 with the operator device 101. Thus, the operator device101 receives audio data which allows the operator to monitor 531 thecall. In order to prevent tipping off the baddie, the agency service 115may instruct 523 the provider 127 to disable audio communications fromthe operator device 101 to the contact devices 105.

In addition to monitoring 531 the controlled call, the operator device101 may transmit commands that specify actions the provider 127 and/oragency service 115 should take during the controlled call. For example,the commands may cause the provider 127 to start or stop recording ofaudio and disconnect a contact device 105 or otherwise terminating theconnection between the contact device 105A and the contact device 105B.Termination of the established connection 530 between the contactdevices 105 may be performed in a manner consistent with ordinary callfunctions to avoid tipping off the baddie. For example, the operatordevice 101 may instruct the provider 127 to simulate the victim hangingup on the baddie or the victim's contact device 105A dropping the call.The controlled call may also be terminated when both contacts 105A, 105Bdisconnect on their own as there is no audio for the operator device 101to monitor 531.

The provider 127 and/or the agency service 115 may update 535 theappliance 150 with recorded audio data from the controlled call. Theagency service 115 or provider 127 may also update 535 the appliancewith any other data received from the provider 127 and/or operatordevice 101. For example, the provider 127 may transmit data collectedfrom the operator device 101 to the agency service 115 or appliance 150to update 535 the appliance over the network 120. Data collected fromthe operator device 101 may include a recorded preempt messagedescribing the purpose of the controlled call and location data from GPSreceivers and other direction mechanisms coupled to the operator device.The operator device 101 may determine a location measurement includingthe position of the operator device, direction and speed of the operatordevice and associated accuracy of the measurement. In some embodiments,the operator device 101 determines and transmits the locationmeasurements in real-time to the agency service 115.

In one embodiment, after the controlled call is completed, the agencyservice 115 may notify the operator that the recorded audio is availablefrom the agency service 115 or appliance 150. For example, the agencyservice 115 may transmit an e-mail to the operator or instruct theprovider 125 to transmit a text message to the transmitting number ofthe operator device 101 reading: “To listen to the controlled call,visit URL [www.example.com/transmittingnumber] and enter PIN [random#]”.Accordingly, by accessing the URL (e.g., provided by the interface 145)and entering the PIN the operator may playback the controlled calland/or create an account for viewing the controlled calls theyadministrate.

Monitoring a Controlled Call

FIG. 6 is an interaction diagram illustrating a method for monitoring600 an operator device 101 according to one example embodiment. Asdescribed above, the agency service 115 receives 610A collected datafrom the operator device 101 and/or the provider 127. Additionally, theprovider 127 may receive data 610B from the operator device 101. Inturn, the agency service 115 and/or provider 127 may update 530 theappliance at the agency 110. In some cases, it may be desirable forpersonnel other than the operator to monitor or listen in on thecontrolled call in real-time or near real-time and access previouslyadministrated calls. A monitoring device 107 may subsequently monitor600A, 600B the operator device 101 using one or both of the processesoutlined below.

In one embodiment, the monitoring device 107 connects 400 to a CC numberfor monitoring 600A the controlled call. The monitoring device 107 maybe connected 400 by dialing a CC number directly as described withreference to the operator device in FIG. 4. However, instead ofauthenticating as an operator device 101 for administrating thecontrolled call, the connecting device is identified as a monitoringdevice 107 (e.g., from the mapping table by a transmitting number of thedevice or a provided PIN).

A connection between the monitoring device 107 and the CC number isestablished and, similarly to the operator device 101, the monitoringdevice 640 receives the live audio from the controlled call and outgoingaudio is disabled. The monitoring device 107, however, is unable tocontrol the call. To continue monitoring 600A the controlled call, themonitoring device 107 simply maintains the connection 400 with the CCnumber.

In another embodiment, the monitoring device 107 connects 650 to theagency service 115 and/or appliance 150 for monitoring 600B thecontrolled call. The monitoring device 107 may establish the connection650 using a web browser or monitoring module 140 that retrieves orstreams collected data via a monitoring interface on the appliance 150or agency service 115 (e.g., monitoring interface 145).

In one example embodiment, the monitoring device 107 streams 660 audioand/or location measurements in real-time from the agency service 115.In some embodiments, the appliance 150 also supports real-timemonitoring. In addition, the monitoring device 107 can retrieve 670historical data stored on the appliance 150 to view previouslyadministrated operator device 101 controlled calling sessions 500. Forexample, when a controlled call recording is complete, the session maybe replayed on the monitoring device 107 or an operator device 101 byconnecting 650 to the appliance 150 or agency service 115 where theevidence/recorded data is stored. However, for example, if the recordingwas stopped at any point during the controlled call, or the recordingwas canceled, a notification may accompany a timeline indicating theportions of that call that were not recorded. Recorded preempt messagesmay be merged with the call recording or provided as separate audiofiles for playback.

In some instances, the monitoring device 107 receives notifications fromthe monitoring interface 145 for display in the web browser or with themonitoring module 140. Example notifications include audio or visualalerts for notifying personnel when the operator device 101 ends thecontrolled call.

SUMMARY

The foregoing description of the embodiments has been presented for thepurpose of illustration; it is not intended to be exhaustive or to limitthe disclosure to the precise forms disclosed. Persons skilled in therelevant art can appreciate that many modifications and variations arepossible in light of the above disclosure.

Some portions of this description describe the embodiments in terms ofalgorithms and symbolic representations of operations on information.These algorithmic descriptions and representations are commonly used bythose skilled in the data processing arts to convey the substance oftheir work effectively to others skilled in the art. These operations,while described functionally, computationally, or logically, areunderstood to be implemented by computer programs or equivalentelectrical circuits, microcode, or the like. Furthermore, it has alsoproven convenient at times, to refer to these arrangements of operationsas modules, without loss of generality. The described operations andtheir associated modules may be embodied in software, firmware,hardware, or any combinations thereof.

Any of the steps, operations, or processes described herein may beperformed or implemented with one or more hardware or software modules,alone or in combination with other devices.

Embodiments may also relate to an apparatus for performing theoperations herein. This apparatus may be specially constructed for therequired purposes, and/or it may comprise a general-purpose computingdevice selectively activated or reconfigured by a computer programstored in the computer. Such a computer program may be stored in anon-transitory, tangible computer readable storage medium, or any typeof media suitable for storing electronic instructions, which may becoupled to a computer system bus. Furthermore, any computing systemsreferred to in the specification may include a single processor or maybe architectures employing multiple processor designs for increasedcomputing capability.

Embodiments may also relate to a product that is produced by a computingprocess described herein. Such a product may comprise informationresulting from a computing process, where the information is stored on anon-transitory, tangible computer readable storage medium and mayinclude any embodiment of a computer program product or other datacombination described herein.

Finally, the language used in the specification has been principallyselected for readability and instructional purposes, and it may not havebeen selected to delineate or circumscribe the inventive subject matter.It is therefore intended that the scope of the disclosure be limited notby this detailed description, but rather by any claims that issue on anapplication based hereon. Accordingly, the disclosure of the embodimentsis intended to be illustrative, but not limiting, of the scope of thedisclosure, which is set forth in the following claims.

1-20. (canceled)
 21. A computer based method comprising: receiving, froman operator device, a controlled call request comprising a first addresscorresponding to a first contact device and a second addresscorresponding to a second contact device; in response to receiving thecontrolled call request: transmitting a first connection request to thefirst contact device based on the first address; and transmitting asecond connection request to the second contact device based on thesecond address, the second connection request indicating the firstaddress as a source of the second connection request; whereinestablishment of connections based on the first connection request andthe second connection request enables controlled audio communicationsbetween the first contact device and the second contact device anddisables audio communications from the operator device to the firstcontact device and the second contact device, the operator devicereceiving audio communications between the first contact device and thesecond contact device and controlling the audio communications.
 22. Themethod of claim 21, wherein the controlled call is established through avirtual address and enables the operator device to monitor and controlthe audio communications between the first contact device and the secondcontact device.
 23. The method of claim 22, further comprisingidentifying the operator device by: receiving authentication informationfrom a target communications device; and authenticating the targetcommunications device as the operator device based on agreement of theauthentication information received from the target telephonic deviceand authentication data stored in association with the virtual addressin a mapping table.
 24. The method of claim 23, wherein theauthentication information received from the target communicationsdevice is an operator address of the operator device, the operatoraddress device included in address information of the controlled callrequest.
 25. The method of claim 22, wherein the first address and thesecond address are received from the operator device through the virtualaddress.
 26. The method of claim 22, wherein the first connectionrequest has address information corresponding to a virtual address toprevent transmission of address information corresponding to theoperator device to the first contact device.
 27. The method of claim 21,wherein establishment of a first connection requested by the firstconnection request enables audio communications between the operatordevice and the first contact device prior to occurrence of the audiocommunications between the first contact device and the second contactdevice.
 28. The method of claim 21, wherein the second connectionrequest is requested responsive to a command received from the operatordevice to begin the controlled call.
 29. The method of claim 21, whereinthe second connection request indicating the first address as a sourceof the second connection request comprises spoofing the first address inthe second connection request by configuring the second connectionrequest to appear as if it originated from the first contact device toprevent alerting a user of the second contact device to receipt andcontrol of the audio communications by the operator device.
 30. Themethod of claim 21, wherein the operator device controlling the audiocommunications terminates the audio communications based on a commandissued by a user.
 31. A non-transitory computer-readable medium storinginstructions for administration of controlled calls, the instructions,when executed by a processor, causing the processor to performoperations, the instructions comprising instructions to: receive, froman operator device, a controlled call request comprising a first addresscorresponding to a first contact device and a second addresscorresponding to a second contact device; in response to receiving thecontrolled call request: transmit a first connection request to thefirst contact device based on the first address; and transmit a secondconnection request to the second contact device based on the secondaddress, the second connection request indicating the first address as asource of the second connection request; wherein establishment ofconnections based on the first connection request and the secondconnection request enables controlled audio communications between thefirst contact device and the second contact device and disables audiocommunications from the operator device to the first contact device andthe second contact device, the operator device receiving audiocommunications between the first contact device and the second contactdevice and controlling the audio communications.
 32. The non-transitorycomputer-readable medium of claim 31, wherein the controlled call isestablished through a virtual address and enables the operator device tomonitor and control the audio communications between the first contactdevice and the second contact device.
 33. The non-transitorycomputer-readable medium of claim 32, wherein the instructions furthercomprise instructions to identify the operator device by: receivingauthentication information from a target communications device; andauthenticating the target communications device as the operator devicebased on agreement of the authentication information received from thetarget telephonic device and authentication data stored in associationwith the virtual address in a mapping table.
 34. The non-transitorycomputer-readable medium of claim 33, wherein the authenticationinformation received from the target communications device is anoperator address of the operator device, the operator address deviceincluded in address information of the controlled call request.
 35. Thenon-transitory computer-readable medium of claim 32, wherein the firstaddress and the second address are received from the operator devicethrough the virtual address.
 36. The non-transitory computer-readablemedium of claim 32, wherein the first connection request has addressinformation corresponding to a virtual address to prevent transmissionof address information corresponding to the operator device to the firstcontact device.
 37. The non-transitory computer-readable medium of claim31, wherein establishment of a first connection requested by the firstconnection request enables audio communications between the operatordevice and the first contact device prior to occurrence of the audiocommunications between the first contact device and the second contactdevice.
 38. The non-transitory computer-readable medium of claim 31,wherein the second connection request is requested responsive to acommand received from the operator device to begin the controlled call.39. The non-transitory computer-readable medium of claim 31, wherein thesecond connection request indicating the first address as a source ofthe second connection request is requested based on instructions tospoof the first address in the second connection request by configuringthe second connection request to appear as if it originated from thefirst contact device to prevent alerting a user of the second contactdevice to receipt and control of the audio communications by theoperator device.
 40. The non-transitory computer-readable medium ofclaim 31, wherein the operator device controlling the audiocommunications terminates the audio communications based on a commandissued by a user.